Operations Senior Manager, Workforce Optimization

Our mission: to eliminate every barrier to mental health.

At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs.

We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, J.P. Morgan Chase, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers.

We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, William K Warren Foundation, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere.

The Manager (Workforce Optimization) owns resource allocation for the team, and ensures shift patterns, and assignments are efficient, and meet existing and forecasted demand. This role is a blend of tactical, day-to-day operations, analytics and reporting, and strategic planning, and reports to the Senior Vice President, Operations.

The general schedule is Monday - Friday 8am-5pm EST, flexibility required for occasional shift adjustments. 

What you’ll be doing: 

• Identify and launch productivity improvements; manage reporting strategies and processes
• Produce and iterate on reporting and analysis for service level and productivity metrics
• Diagnose and remedy inefficiencies in staff schedules and shift patterns; leverage findings to promote broader strategic initiatives for the team
• Promote balance in supply/demand through effective workforce management practices
• Collaborate with Budget team for personnel needs forecasting 
• Work with clinical managers and leaders to understand best practice, and align clinical team needs with operational requirements
• Identify trends and deep dive into team data to improve team performance and to create accountability/visibility across the team
• Support the development of strategic plans, goals, and objectives that align with core areas of focus
• Understand how SLAs impact the business and work with key stakeholders to achieve best practices and process improvements as business goals shift
• Take ownership of workstreams and create standard operating procedures (SOPs) to support the delivery of care and elimination of barriers
• Ensure that SOPs are followed to achieve business objectives
• Analyze and troubleshoot issues submitted by the team; ensure appropriate triage measures are taken
• Participate in special projects as directed 
• Interview and onboard prospective team members as needed
• Routinely audit and improve workforce management processes
• Working closely with operations, PeopleOps, and IT to ensure alignment

What we expect from you:

• Strong understanding of supply and demand, forecasting, and workforce planning
• Experience with healthcare or contact center staffing, 24/7 operations, and alternative work schedules
• Significant experience with workforce management tools and systems, preferably Assembled
• Highly analytical, able to identify trends and anomalies in demand and make recommendations about how to allocate supply
• Works autonomously within established procedures and practices
• Outstanding communication, and organizational skills
• High integrity, attention to detail, and an action-oriented attitude
• Ability to thrive in a fast-paced and high-pressure environment
• Humility, resourcefulness, directness, ambition, professionalism
• Interest in mental health care
• Bonus: Experience working with clinicians, patients, and sen